IT Support Specialist
Resume:
Andrew A. Baker
Laurelton, New York, 11413
Telephone #240-***-****
E-mail: ************@*****.***
Profile
An experienced Information Technologist who has over twenty years of working experience in the Financial Services, Shipping, Insurance, Telecommunications, and Retail Industries. Possesses leadership and team building skills, the ability to understand and streamline complex technical issues, and to translate business needs into value-added IT solutions. I see the "bigger picture" view of a complex network & break it down into smaller, manageable modules.
Professional Experience
Westchester Community College
Adjunct Professor/Systems Support January 2025 – Present
Courses Lecture:
Cybersecurity – Ethical Hacking and Penetration Testing, Incident Response, Forensics.
Microsoft Office 365 – Microsoft Word, Excel, PowerPoint, Access, Publisher, Teams
Network Management – VLAN, IP Subnetting, Security Policies, Traffic shaping
Computer Operations - Introduction to Computers, Operating Systems, Software Applications, Hardware Components, Networking Basics, Data Management, and Security
Provide Helpdesk support to students and lecturers for troubleshooting Intranet, Microsoft Office 365, Internet, LAN/WAN, and WiFi connectivity.
Provide IAM, Monitor, and manage Windows 2022 and Red Hat Linux servers to support the cybersecurity faculty.
The Clearing House – New York
IT Technical Services/Operations Analyst October 2016 – December 2023
Manage and support vendor/client relationships for circuits provisioning/decommission, installs, upgrades for network connectivity and application services with external partners, SMEs, MSPs, AT&T, LUMEN
Manage Active Directory 2016, Exchange 2013, 2016, DHCP, DNS, GPO
Troubleshoot VMware ESXi virtual server issues
Support Windows 2022, Linux Redhat, AIX servers
Provide Identity access management support for Active Directory on Windows 2022, 2019, 2016, Azure, AWS platform
Utilize tools such as Splunk, Solarwinds, SCOM, and Dynatrace for monitoring
Support Cisco CUCM Voice Unity for Voice Mail Network
Support Cisco Gateways and VG;s
Support Cisco Webex and conferences
Support the Crestron AV system for the corporate network
Manage and support all wide area network connectivity for VPN, MPLS networks (tunnels) for all the major banks in America using BGP, OSPF, RIP, EIGRP.
Provide support to all Web applications (Office 365, I-Connect (AWS),
OpenShift (AWS), Salesforce (Azure, EC2), Citrix, VMware
Oversee all changes (patching, upgrades, network, servers, and software deployment) during the maintenance window
Manage and support the corporate APs and IDS within the network
Backup systems using EMC Networker, Avamar, Control-M
Provide support for Windows 10 and 11, Mac IOS, Tablets, iPads, Device Management.
Support and troubleshoot core payment systems (Java, Apache, MQ’s, WebSphere, XML’s, Tomcat).
Manage and supervise the inventory of all networking equipment
Support BCP site failovers using (firewalls, switches, and routers).
Provide Helpdesk support using Service Now
Troubleshoot any systems, applications, network issues. Collect and analyze logs to remedy and escalate to third-level support.
Provide SOC 1 and SOC 2 reports to internal and external audits every quarter
Treliant Risk Advisors – Washington DC
Network/Systems Engineer January 2016 – May 2016
Maintain the integrity and stability of the agency’s servers, voice, data, and wireless network services. Maintain operating systems, virtualization platforms, storage systems, tools, and applications including Windows server, VMware, Active Directory 2008, 2016, Exchange 2013, 2016, DHCP, DNS, GPO
Perform proactive maintenance and resolutions of connectivity issues, monitor systems logs to identify existing and developing threats or problems, and take necessary action to resolve ASAs, Palo Alto’s for internet, and threat protection for the company.
Worked with senior management executives to support their desktop/user issues such as AV connectivity, video conferencing, Webex application, MS Office tools, and antivirus support.
Manage networked storage hosted systems and other enterprise infrastructure applications, proactively analyze and resolve network and hardware problems promptly.
Support Citrix XenApp farm, build servers in the physical and VMware environments, and provide technical configuration, setup, installation services, hardware, and coordination for application projects.
Workstation or desktop setup and maintenance support Microsoft Windows workstation technologies (Windows 7 and 10) operating systems.
The Port Authority of Jamaica
Network Support September 2014 – June 2016
Configured and installed VLAN using various routing protocols (OSPF, RIP, EIGRP, NAT, etc.) Upgraded the LAN 1g network to 10g
Deployment of the layer 3 TCPIP protocol Suite, VLSM, IP address allocation and RIPv2, EIGRP, OSPF, BGP, MPLS routing protocols, on the Port terminal infrastructure.
Deployment and support of multicast, QOS, in an enterprise environment
Developed, installed, and managed the implementation of a new WI-FI network for the port of Kingston (spread spectrum) using Public key infrastructure (PKI) via CA and IAS
Installed, configured, and maintained the WI-FI network infrastructure (Ubiquiti, deliberant, and Cisco APs)
Developed and managed the implementation of a new terminal operating system (TOS) NSPARC 4.0 – NAVIS
Developed and oversaw the intercommunication wet fiber link from the port of Kingston to the Nap of America data center (Miami).
Support and deploy handheld Gears and POS system on the terminal
EDUCATION
American Sentinel University (Aurora, Colorado) 2013
Bachelor of Science in Information Systems
TECHNICAL PROFICIENCY:
Identity Management: One Identity, Okta, CyberArk
Operating Systems: Microsoft Windows 2016 & 2022 Server, Microsoft Windows 7, 8, 10, 11, Linux Red Hat 7.0, Unix, AIX, IBM AS400 System, Mac Enterprise
Enterprise Applications: VMWARE 5.5 & 6, Citrix/XenApp, Microsoft Exchange Server 2007/2010
Accounting Applications: Platinum, Accpac Plus 6.0, Microsoft Dynamics 5.0, Daceasy,
Firewall: Cisco ASA 5512, 5520, Checkpoint, Sonic wall, Paulo Alto.
Network: Cisco 4000 Switches, 4551 ISR Routers
IP Telephony Applications: Cisco Communication Mgmt. Server (CUCM 7 & 8), Avaya IP Office v8, Cisco Unity Connection 7, Cisco Unity Server 6, Cisco IP Communicator, Avaya IP Voicemail Pro 8
Database Management Systems: Oracle 10g & 11g, Microsoft SQL Server 2005, 2008, 2012, 2016, 2019
Applications: Service Now, SCOM, Splunk, Microsoft Office 365, Microsoft Teams, IBM BMC Administrator MQ, Connect Direct, WS_FTP Server, ADP, CA PPM, Dynatrace, IBM Clearpath for MCP, Secure CRT, BMC Control-M, Splunk, XML parsing, Okta one identity
Jira, Microsoft Project, Dynatrace, POS Management system, Secure CRT
Mainframes: IBM Unisys Mainframes,
Cloud Services: AWS (I- Connect IVR), Azure (Azure Active Directory)
Microsoft Windows Services: Active Directory, DHCP, DNS, Remote and Routing Access, Clustering.
Protocols: TCP, UDP, Multicast
ERP: Microsoft Dynamics, Microsoft Axapta, Cosmos.
Project Management: Jira, Microsoft Project, CA-PPM, ADP
Cybersecurity: IT Governance, Security Tools
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